Call Center Manager

Job Description

Job Description

Benefits :

• Free Membership
• 401(k)
• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Employee discounts
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

Overview

Please note this role is 100% in-person, based in Rocky River, OH.

We are seeking a highly driven and organized Call Center Manager to lead our multi-studio call center representatives. This role is responsible for overseeing daily productivity, driving conversions, managing staff performance, and ensuring that every lead and member interaction reflects our standard of excellence. The ideal candidate is equal parts strategist, operator, and coach able to translate data into decisions, build scalable processes, and foster a culture of accountability and engagement.

Key Responsibilities

Directly manage a team of remote call center representatives.

Own the call centers schedule ensuring full coverage of operating hours. [Note : operating hours may change with business needs]. Manage representatives paid time off requests responsibly.

Develop and execute sales outreach strategies across phone, SMS, email, and automation platforms. Create all scripts to reflect current promotions and / or events.

Produce daily, weekly, and monthly reporting on KPIs, including productivity, conversion, and referral rates.

Identify gaps in reporting, workflows, or customer experience and implement scalable solutions.

What Success Looks Like...

Qualifications :

We Offer

Base Salary, Quarterly Bonus potential based on performance

Fitness certification discounts

Staff workouts

About Thrive Venture Group (Franchisee, Area Developer)

Thrive Venture Group was founded in January of 2023. Headquartered in Cleveland, OH; TVG proudly operates 30+ Orangetheory Fitness studios, across three states : Arkansas, Ohio, and West Virginia. Thrive is comprised of deeply passionate people, led by franchisees who have been with the brand since 2014, on a mission to educate and empower people to be their best selves. This group is uniquely special in part by its active partnership with the Franchisor, Orangetheory Fitness Corporate aka The Grove. Thrive is frequently sought out to pilot new brand initiatives and provide field level feedback, giving us the opportunity create an even greater impact for the entire network.